What is the duration of the CRT-261 Exam
- Number of Questions: 60
- Length of Examination: 105 minutes
- Passing Score: 67%
- Format: Multiple choices, multiple answers
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How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intake and Interaction Channels | 9% | - Channel capabilities and limitations - Email, phone, chat, social, and web channels - Omni-channel routing and configuration |
| Implementation Strategies | 19% | - Project planning and requirements gathering - Licensing and deployment models - Consulting engagement lifecycle |
| Knowledge Management | 9% | - Knowledge base configuration and management - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing |
| Service Console | - Configuration and usability - Feature combination and business value | |
| Integration and Data Management | 6% | - Integration patterns and tools - Data model and relationships - Data migration and quality |
| Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Scalability and maintainability - Feature selection and alignment with requirements |
| Industry Knowledge | 22% | - Contact center types and business drivers - Service industry best practices - Key metrics, KPIs and business challenges |
| Contact Center Analytics | 5% | - Metrics and KPIs tracking - Data sources and reporting considerations - Report and dashboard design |
| Case Management | 11% | - Automation with Flow, Process Builder and macros - Case creation, assignment, escalation and resolution - Entitlements, milestones and service level agreements |
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